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Ombudsman welcomes direction to non-compliant telcos

22 January 2015

Telecommunications Industry Ombudsman Simon Cohen has welcomed directions from the telco regulator to two companies to join the TIO Scheme.

The Australian Communications and Media Authority (ACMA) directed Compare Communications Australia Pty Ltd and 123 Group Pty Ltd (trading as Virion) to become TIO members.

"I welcome the direction by the ACMA to these providers to become TIO members," Ombudsman Simon Cohen said. "It is an important reminder for telcos that they must join the TIO if they want to operate in Australia."

Requirement to join

By law, all telecommunications carriers and companies that offer or resell telecommunications services to personal and small business consumers must become members of the TIO. This allows the Ombudsman to deal with and make decisions on complaints made about those telcos.

If a company fails to comply with this requirement, the TIO can refer it to the ACMA for action. Both Compare Communications Australia Pty Ltd and 123 Group Pty Ltd were referred to the ACMA in 2014 following their failure to join the Scheme.

Compare Communications and 123 Group

In both cases, the ACMA's investigation found that the companies offer telecommunications services to small business customers. This makes them obliged to become TIO members.

Since the ACMA's direction, Compare Communications Australia has become a member, while 123 Group has not.  

Is my provider a TIO member?

You can find out if a telecommunications company is a member of the TIO by visiting our Members Listing.

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